Front Office Manager

Mandarin Oriental Cristallo, Cortina is an upcoming luxury alpine resort set above the iconic mountain town of Cortina d'Ampezzo, in the heart of the UNESCO-listed Dolomites. Scheduled to open in Winter 2026, the resort will mark the debut of Mandarin Oriental in one of Italy's most renowned mountain destinations, combining the legendary heritage of the Cristallo with Mandarin Oriental's exceptional service, refined design, and award-winning hospitality.

The resort will feature elegantly appointed rooms and suites, exceptional dining experiences, a world-class Spa & Wellness Centre, and curated year-round experiences designed for discerning international travellers seeking the finest alpine luxury.

Joining the pre-opening team offers a unique opportunity to help shape one of Europe's most anticipated luxury hotel openings, contributing to the creation of an extraordinary guest experience from day one.

As a Front Office Manager, you will be responsible for the following duties:

Pre-Opening Responsibilities

• Support the successful pre-opening of the Front Office department, ensuring operational readiness prior to the resort opening.

• Assist in recruiting, onboarding, training and developing the Front Office team in accordance with Mandarin Oriental standards.

• Implement Front Office policies, procedures, brand standards and service sequences.

• Participate in the setup, testing and commissioning of Front Office systems, including the Property Management System (PMS), guest service platforms and operational procedures.

• Support mock operations, departmental training, emergency procedures and opening readiness exercises.

• Collaborate with Rooms, Housekeeping, Engineering, IT and other operational departments throughout the pre-opening phase.

Operational Responsibilities

• Oversee the day-to-day operation of the Front Office department, ensuring seamless guest arrivals, departures and overall guest satisfaction.

• Lead, motivate, coach and develop the Front Office team, fostering a culture of service excellence and continuous improvement.

• Ensure all guests receive personalized, professional and efficient service in accordance with Mandarin Oriental standards.

• Monitor guest feedback, online reputation and service recovery opportunities, taking proactive action to exceed guest expectations.

• Coordinate closely with Housekeeping, Reservations, Concierge, Guest Relations and other departments to optimize the guest journey.

• Ensure compliance with all Front Office policies, cash handling procedures, security standards and local regulatory requirements.

• Manage room inventory in collaboration with Revenue Management and Reservations to maximize occupancy and revenue opportunities.

• Monitor departmental payroll, staffing levels, productivity and operational costs in line with budget expectations.

• Prepare operational reports, forecasts and departmental performance analysis.

• Handle VIP arrivals, guest complaints and special requests with professionalism and discretion.

• Ensure all action plans arising from operational meetings are implemented effectively.

• Promote a culture of teamwork, accountability and continuous learning across the department.

• Perform any other reasonable duties assigned by the direct manager.

Requirements

• Degree or diploma in Hospitality Management or a related discipline is preferred.

• Minimum 5 years' experience in Front Office operations, including at least 2 years in a Front Office Manager or Assistant Front Office Manager position within a luxury five-star hotel or internationally recognised luxury resort.

• Previous luxury hotel pre-opening experience is considered a strong advantage.

• Excellent knowledge of luxury Front Office operations, guest service standards and Rooms Division procedures.

• Experience with Opera Cloud or similar Property Management Systems.

• Strong leadership, coaching and people management skills.

• Excellent organizational and problem-solving abilities with strong attention to detail.

• Good financial awareness including payroll management, budgeting and departmental cost control.

• Ability to remain calm under pressure while maintaining exceptional guest service standards.

• Excellent communication and interpersonal skills.

• Fluent English is essential; Italian and additional languages are considered an advantage.

Compensation

€45,000 Gross Annual Salary (RAL)